Managing contacts
You can view the appliance contacts that have been added by you and your external teams while registering the appliances.
Click the Manage Contacts on the left sidebar on the portal to open the Contacts Management page that presents the list of all such contacts.
Then you can perform the following actions on the contacts:
Look up for any contact using the Email ID, first name, or last name in the search bar.
Click on a contact name to view their details and the appliances they are associated with. You cannot edit the contact information for others.
If the appliance appears to be grayed out, you will not be able to perform any actions to it.
However, you can add them to the team that is linked with the appliance at the time of registering. You can also select priority while adding a contact.
Click Add to Team and select the team to add the contact as a team member.
Click an appliance UID in the Appliances list to open the corresponding dashboard.
To disassociate an appliance from a contact, click Remove in the kebab menu for the appliance record in the Appliances list. The contact will no longer receive any communication related to the specific appliance.
As a System Health Insights user you can edit only your contact details, if you have been added as an appliance contact at the time of registering the appliance:
Click View/Edit next to your profile name at the top of the contacts list or click your name that appears as a record in the contacts list, and click the Edit icon.
Edit your phone numbers, time of availability, and time zone as required, and click Save.
A support case can only be created for contacts having Entitlement. It is advisable to select a user having Entitlement as priority 1. If you select a user with no Entitlement as priority 1, an incidence email will be sent to priority 1 user along with the user having Entitlement. While adding a contact, a yellow flag will appear next to the entitled contact. If there are multiple entitled contacts, AutoSupport case will be associated with a contact having highest priority.
If none of the contact with entitlement has been associated, error message will appear, prompting the user to add a contact with entitlement. An email will be sent to a contact listed as priority no. 1 till entitlement is added.
System Health Insights provides AutoSupport functionality using AI/ML algorithm. If any issue is detected by System Health Insights, a support case will be created and email notification is generated by the system to inform the user about it. If there is no email contact assigned with the appliance, System Health Insights will not be able to send that email. In turn, the user remains unaware about the important information. So, when a user is coming to System Health Insights to manage contact details, it is advisable for the customer to add at least one email contact to the appliance.
After saving contacts, a star icon will appear against a contact that will be used to assign the AutoSupport case.
Note:
Click here to know more about How to add contacts to entitlement system.
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